May 2014 Integrated Solutions For Retailers
By David Sisco, head of the retail segment marketing group, UPS
Consumers’ increasing fulfillment expectations and requirements have a powerful influence on omni-channel retail.
Consumers’ e-commerce purchase delivery expectations are quickly changing, putting pressure on retailers to minimize fulfillment cost and complexity while maximizing fulfillment speed. The 2013 UPS Pulse of the Online Shopper: A Customer Experience Study underscores the reality: While “free shipping” and “variety of payment options” are most important to shoppers at checkout, more than half of the 14,000 global consumers surveyed for the comScore commissioned report said “provision of an estimated or guaranteed delivery date” and “confirmation of shipping costs early in the checkout process” are important, too.
